Customer Service Telephone and Dispatch Support Sample Clauses

Customer Service Telephone and Dispatch Support. Comverge will: 10.1 Staff the telephone center with HVAC-knowledgeable Customer Service Representatives, who have received detailed training on problem resolution over the telephone, from 8:00 am – 6:00 pm (Mountain Time). Continue staffing call center on days of a curtailment event until one hour after the event has concluded. 10.2 Use an answering service after hours. 10.3 Designate a service technician, who may be reached by the answering service by pager, as “on-call” for after hours. 10.4 Provide each telephone workstation with a computer allowing access to the customer database, tracking system and dispatch software. 10.5 Attempt to solve any problems over the phone by asking the customer a series of scripted questions about the problem. 10.6 If the problem cannot be solved over the phone, dispatch a service technician. 10.7 Have the service technician make a service call to the Participant’s site (within 24 hours). 10.8 If the inspection reveals that the problem is with the appliance, the technician will recommend the customer call an HVAC contractor. 10.9 If the installation caused the breakdown, repair the appliance as soon as reasonably possible. 10.10 Report the outcome of the visit by entering all relevant information into the tracking system. 10.11 Deactivate equipment immediately upon customer request and schedule equipment removal, if necessary. 10.12 Print a new work order and dispatch a service technician to remove the device if necessary. The technician will remove the equipment and restore any modifications to the customer’s premises and note such changes in the BIS. 10.13 Provide periodic repair reports to PNM’s project manager as requested. 10.14 Track the resolution of customers’ complaints. Notify PNM immediately of any customer complaints or claims for damages that are not resolved.